I have searched all through the forums and have yet to find anything that seems to match the behaviour I am seeing and I need inspiration!

One of our users has a problem where the emails that are deleted on handheld are not being seen on the desktop and when a message is read on the handheld it is not being marked that way on the desktop. The "Delete on" option is set to Wireless and handheld.

I have removed & readded from the BES, I have wiped handheld, upgraded the firmware and I have even tried a completely different device and sim card.

Nothing will make it work. It doesn't even look like there is any activity when you attempt to "Reconcile Now".

Help!!!

Domino 6.5.4 fp3
BES 4.1.4.15
Pearl 4.2.1.103

Sounds like wireless reconciliation is no enabled on the BB.

Wireless reconcile is enabled on the device.

When you removed and re-added the user to the BES, did you remove the State Database as well? In my experience, I've found that these can become corrupt, and this directly affects wireless reconciliation. The only way to correct this is to remove the State Database (and accompanying Profile Document), and allow the BES to recreate it when you re-add the user.

I've found that the best way to accomplish this is with the following steps:
1) Open the Profile Document and follow the link to add the State Database to your workspace. You'll need this later...
2) Remove the User from the BES through BlackBerry Manager.
3) Since you're using BES 4.1.4, you'll have to purge the user to complete the deletion from the BES.
4) Return to the Profile Database, and delete the Profile Document if it wasn't automatically removed by the BES.
5) From your workspace, delete the State Database.
6) Return to the BlackBerry Manager, and re-add the user to the BES.
7) Confirm that the Profile Document and State Database were re-created.

Follow this up with a wipe and re-activation of the BlackBerry handheld. I've found this to be a pretty reliable method of correcting problems with wireless reconciliation.

Thanks for the response. This is the process that I have gone through. I know that state databases cause all sorts of problems from my old 2.2 days so am always still careful. Anymore flashes of inspiration anyone?

Well if you've done all of that, including wiping the handheld, deleting the user from BES (making sure the user profile document is gone from the BES, and deleting the state datebase), then re-registering and activating the user, and the problem persists, the problem may lie with the mail file itself, or with access to the mail file.

Suggest:

1. check that ID file being used by the BES had Manager and Delete Documents rights to the ACL of the user's mail file.

2. Run the fixup, updall -R, and compact tasks against the user's mail file.

3. Does the user have a lot of documents in hi/her ($Inbox) view. A lot would be >1000 documents. Or does the user have a lot of folders/views? If so, suggest creating a Full-Text index (with default settings) for the user, and see if that helps.

4. If that fails, maybe take a new copy (File, Database, New Copy) or a new Replica of the mail file.

5. I've also seen weird problems where a user may have a corrupt ($Inbox) view, or even worse, the user has two ($Inbox) views. Strange, but it does happen. You have to open the user's mail file with the IBM/Lotus Notes Designer client to see that.
--
Do you see any OTAFM requests in the Miscellaneous Events View of the Notes log on the BES server for the user when a delete or read reconcile is manually requested? i'm wondering if you are seeing any OTAFMs at all for this user. Do any of those OTAFM entries in the log have error messages?